After The Sale...
Once the client has decided on an itinerary, but before the client has returned home, what steps can the travel consultant take on behalf of the client? A deposit on a vacation is only the beginning of a new phase of the relationship requiring additional steps to ensure the client’s peace of mind and satisfaction with your services.
Let’s begin with the most simple of concepts. The client anticipating travel is both excited and anxious. Their investment decision is made, but the client remains concerned. As the travel professional, it is your responsibility to assuage their anxieties and ensure the highest possible return on their decision to work with you.
The first task before you is to set expectations. The number of times you will reach out and touch your client from deposit until departure will depend on the time frame. A trip which will not occur for a year will have a different rhythm of contact from one happening just next month. However, as a civilian, your client will not know what to expect. In fact, some clients will have unrealistic expectations of which you may be unaware. Thus, you serve both yourself and the client well by introducing a time table. Explain to the client what they can expect from you between the deposit and the departure. Set clear payment schedules, and let them know when they can anticipate hearing from you over the departure time frame.
1. Stay in Touch
After the client has made their deposit, but before they have returned home, the key to great customer service is client contact. The number of occasions you reach out to touch a client during the pre-departure period will depend on the amount of time between deposit and departure. However, the smart travel consultant will recognize the need to continually assure the client all is well and their vacation investment secure. |
You might send your client a destination guide soon after booking and prior to departure. You could also include a video of the destination from your own collection, the tourism authority or YouTube. This type of media does much to keep enthusiasm high. The little bit of time you spend in sending the destination guide and video is well invested. Send your clients fun emails and postcards to give a “count-down” to departure.
Once you book a client to a destination, keep your radar active for any mention of the destination in the trade and consumer media. Any article of interest can be forwarded to the client along with a note. You can be certain your clients are on high alert for any news relating to their destinations, so attempt to beat them to the punch. Set up a Google Alert to notify you of any mentions you might otherwise miss.
Staying tuned in to current events in the client’s chosen destination is particularly important in the event of any negative news. Clients are very sensitive to any geo-political, environmental or economic news affecting their travel plans. It is far better they pro-actively receive their information from you rather than the 24 Hour news cycle. Let them know you are on top of their plans and will stay there for their benefit.
Certainly you will be contacting the clients when their travel documents arrive. First, go over the documents yourself to ensure everything is in order. Then, cover the documents with your clients. Remember some of the items in their documentation, for example vouchers, may not be familiar to the clients. Explain the importance of each item. When you provide them with their documents, also provide them with a packing check-list.
Just prior to departure, do a final run-down with the client. Again ensure their travel documents are all in order and their passports, visas and other important documents are at hand. A lot of work? Absolutely! But when methodically approached as a part of your standard operating procedure, you will find your clients appreciative and taking ownership of you as their travel professional.
2. Logistics
Once you book a client to a destination, keep your radar active for any mention of the destination in the trade and consumer media. Any article of interest can be forwarded to the client along with a note. You can be certain your clients are on high alert for any news relating to their destinations, so attempt to beat them to the punch. Set up a Google Alert to notify you of any mentions you might otherwise miss.
Staying tuned in to current events in the client’s chosen destination is particularly important in the event of any negative news. Clients are very sensitive to any geo-political, environmental or economic news affecting their travel plans. It is far better they pro-actively receive their information from you rather than the 24 Hour news cycle. Let them know you are on top of their plans and will stay there for their benefit.
Certainly you will be contacting the clients when their travel documents arrive. First, go over the documents yourself to ensure everything is in order. Then, cover the documents with your clients. Remember some of the items in their documentation, for example vouchers, may not be familiar to the clients. Explain the importance of each item. When you provide them with their documents, also provide them with a packing check-list.
Just prior to departure, do a final run-down with the client. Again ensure their travel documents are all in order and their passports, visas and other important documents are at hand. A lot of work? Absolutely! But when methodically approached as a part of your standard operating procedure, you will find your clients appreciative and taking ownership of you as their travel professional.
2. Logistics
As a travel professional, the logistics involved in travel can seem so apparent as to merit little consideration. Get on a plane, fly to Paris, check into a hotel and begin to sightsee. Right? To the first time traveler to a destination, however, the process of travel can seem confusing and intimidating. A big part of the after the sale service a smart travel consultant can offer is to explain to the client the travel logistics they are about to experience.
Be sure you have reviewed the clients’ passports where applicable early in the planning process, and BEFORE booking. Ensure names are correct, especially with newlyweds, and that expiration dates exceed 6 months beyond the time of travel. Check on any visa issues. Explain how many countries (e.g. Canada) may actually do a degree of background check on travelers and some issues, for example a DUI or other drunk driving offense, can cause problems. Discovering an issue too close (or after) departure is a sure path to a bad day. |
Mentally walk through the client's first arrival at his destination. What can you anticipate might happen to unpleasantly surprise the client? How are they getting from the airport to the hotel? Do they have local currency, the address of the hotel or directions in the native language? What time does the client arrive and what time is hotel check-in? Should the client have some instructions on what to do until check-in? Anticipating this type of occurrence will take some of the "shock" out of the circumstance.
3. When Problems Arise
3. When Problems Arise
On occasion, problems arise mid-trip. Perhaps the room is not as anticipated, the day-trips too energetic or the passport is lost. A connection might be missed. While the situation may be easily corrected in most instances, a bit of pre-emptive planning can work miracles for saving both a vacation and a client relationship.
Always provide your client with a list of numbers to call in the event of an emergency. At the very least your international clients should have the number of the United States embassy in the country they are visiting. In addition, however, also provide them with the telephone number of the tour operator and your own number. While we all hope not to receive an urgent call in the middle of the night, better your client have your number to call than not! |
Prior to their departure, cover with the client the procedure for handling any issues which may arise. Missed connections happen, so tell your client how to handle a missed flight or a missed train connection. Bags can go missing or wallets can be lost or stolen. Something as simple as politely addressing an on-site problem with hotel management or speaking with the concierge about available free time can deal with many issues on the spot. Again, anticipating any potential problems removes their shock value and can provide the client with the assurance you are always on the job!
When the client returns from their trip, make contact the day after their return. Demonstrate a concern for their trip by asking about their experience. The best time to address any issues, as well as the best opportunity to speak to them about the next trip, is immediately upon their return. If problems have arisen, assure them you will be acting as their advocate until resolved. If you find yourself operating as a client advocate with a supplier, keep the client informed of progress, or lack thereof, and stay in close touch.
Few expect every business relationship to be without problems. What matters to most clients is the pro-active manner in which you handle any problems that may arise. A little bit of planning in advance and checking in with clients before small problems become large ones can serve you well!
When the client returns from their trip, make contact the day after their return. Demonstrate a concern for their trip by asking about their experience. The best time to address any issues, as well as the best opportunity to speak to them about the next trip, is immediately upon their return. If problems have arisen, assure them you will be acting as their advocate until resolved. If you find yourself operating as a client advocate with a supplier, keep the client informed of progress, or lack thereof, and stay in close touch.
Few expect every business relationship to be without problems. What matters to most clients is the pro-active manner in which you handle any problems that may arise. A little bit of planning in advance and checking in with clients before small problems become large ones can serve you well!